Katharina Young
Technical Lead with a knack for emboldening their team through consistent and empowering managerial practices.
- Role
- Product Support Specialist at Watershed
- Location
- Oakland, CA, US
- LinkedIn followers
- 500 followers
About Katharina Young
Strategic, data-driven technical support team leader, inclusion advocate, and trainer with expertise in managing teams and resolving technology issues to ensure positive customer experiences. Innovative training leader who empowers and educates end-users and stakeholder teams. Empathetic, creative, and analytical IT leader who solves challenging problems, advocates for customers, and conceptualizes solutions in collaboration with cross-functional sales, engineering, product, and R&D teams.WORK EXPERIENCE:TECHNICAL LEADBLUEVINE CAPITAL 20••••24Developed the role from scratch, ensuring positive customer and employee experiences while resolving and escalating technical issuesConceptualized and rolled out an effective, company-wide bug prioritization/escalation process featuring improved communication and expectations regarding accountabilityAssisted in building Case Management process for Sales and Support teams\' customer call and email managementFacilitated the hiring of 20+ support staff and the creation of training materials for the Paycheck Protection Program with cross-group leads to identify efficient workflows and facilitate projectsConduct root cause analysis to inform feature decision making and prioritizationOversee bug managementPrioritize error reports for escalation processesDevelop and deliver trainings for all products, systems, and proceduresDefine client workflows, processes, and toolsCreate action plans and manage payroll and reviews
Experience
Product Support Specialist
Nov 2024 — Present
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